American Water Reviews | Glassdoor

American Water Reviews

Updated December 15, 2017
244 reviews

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Pros
Cons
  • Poor work/life balance is a result of trying to put out fires for said incompetence (in 15 reviews)

  • Constantly changing upper management; most political environment I've ever experienced in over 25 years (in 15 reviews)

More Pros and Cons

  1. Helpful (1)

    "Licensed CSR"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Licensed Customer Service Representative in Alton, IL
    Former Employee - Licensed Customer Service Representative in Alton, IL
    Doesn't Recommend
    Negative Outlook

    I worked at American Water full-time (Less than a year)

    Pros

    Environment, Co-Workers, Products... This place has such great potential for growth from both the business development and human resource aspects. Their presence in a community creates living wages that are the life blood of those communities.

    Cons

    Technology, Marketing Management from Corporate to Lower level is rife with poor decision makers and adverse business implementation that include ethical decision making. Playing one call center against another...

    Advice to Management

    stop experimenting and create a cohesive computer management system that functions at all levels, stop experimenting with product development and implementation. Make the products uniform in every state and Get a marketing Strategist that is able to send out appropriate mail and electronic notification without frightening the consumer.


  2. "Great Company"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Operations Supervisor in Plainfield, NJ
    Former Employee - Operations Supervisor in Plainfield, NJ
    Recommends
    Positive Outlook

    I worked at American Water full-time (More than 10 years)

    Pros

    Excellent company. Many paths of employment.

    Cons

    Some ideas get pushed under the carpet.

    Advice to Management

    Continue to build.

  3. "Senior Engineering Project Manager"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Recommends
    Approves of CEO

    I have been working at American Water full-time

    Pros

    The people that you work with are really great.

    Cons

    Not all mangers are good leaders


  4. "Positive and challenging workplace which values, drives and invests in employees"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Voorhees, NJ
    Current Employee - Anonymous Employee in Voorhees, NJ
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at American Water full-time (More than a year)

    Pros

    Susan Story, CEO; pay, benefits and work life balance

    Cons

    some people try too hard because of lack of talent

    Advice to Management

    have Susan Story talk to every employee in the company. Three minutes talking to her or motivate you for a lifetime.


  5. Helpful (1)

    "Great place to work"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee in Saint Louis, MO
    Current Employee - Anonymous Employee in Saint Louis, MO
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at American Water full-time (More than 10 years)

    Pros

    Something new and challenging every day, opportunity to learn new things. Lots of flexibility with work schedule and setting priorities.

    Cons

    The amount of responsibility can be difficult at times to find a work home balance.


  6. "AW Corporate review"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Recommends
    Positive Outlook
    Approves of CEO

    Pros

    Commitment to Safety, Participation in the Environmental Protection Agency Fourth Unregulated Contaminant Monitoring Rule Program, Investment in new and updated infrastructure

    Cons

    Potential to need to work during time off due to emergencies


  7. Helpful (4)

    "Human Resources"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee
    Doesn't Recommend
    Positive Outlook
    Disapproves of CEO

    I worked at American Water full-time (Less than a year)

    Pros

    Dedicated field employees who really care about serving customers.
    I was able to do learn some new skills and develop because I had a great manager, but once things changed at the top, there were many changes

    Cons

    Constantly changing upper management; most political environment I've ever experienced in over 25 years. Hiring decisions and promotions are based on politics over skills and competencies, with top leaders very protective of their turfs.

    Advice to Management

    Walk your talk and lead courageously: invite real feedback, use it, and consider the principles of servant leadership.

  8. Helpful (2)

    "Not just a job, its a career"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    • Senior Management
    Current Employee - Plant Operator in Pittsburgh, PA
    Current Employee - Plant Operator in Pittsburgh, PA
    Recommends
    Positive Outlook
    Approves of CEO

    I have been working at American Water full-time (More than 5 years)

    Pros

    Union Plant Operator. Strong union presence. Good working relationship with management. Good pay, benefits are ok, 401k is good as well.

    Cons

    Communication is a issue. A lot of "I dont knows" and empty knowledge base in general. Very little to no "field experts" to fall back on.

    Advice to Management

    The left had does not know what the right is doing. Better communication from all parties involved would go a long way. Like a football team, everyone has to be on the same page.

    Education and field expertise should be a top priority.


  9. Helpful (1)

    ""It is What it is""

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    Former Employee - Customer Service Representative in Pensacola, FL
    Former Employee - Customer Service Representative in Pensacola, FL
    Recommends
    Approves of CEO

    I worked at American Water full-time (More than 10 years)

    Pros

    I CANT SAY THIS ENOUGH.....Their Training. The trainers and how they train is amazing.
    Benefits -Insurance was great! Hardly paid anything to doctors and Rx were usually free.
    You got Sick time, Personal time, Vacation time and Emergency time. They do also have FMLA after one year. Which does help a lot of people with medical issues who run out of time.
    You get a set schedule for about 6 months at a time. It's nice having that instead of keeping up with a changing daily schedule.
    The building is pretty modern and up to date with quiet areas and break area to eat and purchase snacks.
    They have family events....bring kids to watch movie or meet Santa and some times summer family days at a water park or bowling alley or baseball stadium.
    It's a pretty repetitive job which is usually one call resolution so not a lot of having to follow up so no checking voicemails or having to send a customer back and forth emails all day.
    Dress code is pretty lax jeans and tennis shoes are ok but keep it decent. They don't discriminate on crazy hair colors or Tattoos or piercings since we don't see the customers.
    I met with Susan Story the CEO and she was always very friendly.

    The people. I have to say I will miss the people the most out of this job. The other CSR's who work here and have been here a while like I was were more like family. There are people who met and married because of this job. It's a large company with a lot of employees who move around a lot from shift changes every 6 months so you get to know each other pretty quick and you make friends just as fast.

    Cons

    Over years the company changed. At first it was a happier environment. There was more morale more incentives.
    Here a majority of the time you are a number not a person. If you don't have time or Fmla you will be terminated even if you have a medical emergency. As if your life was not more important than your job.
    Some people should not have been made management. Hiring outside the company rather than inside first will hurt the business if they are clueless to what they are doing. I used to be pulled off the one by a supervisor to do her job because she didn't know what to do or say to the customers. Which i really didn't mind since she was a nice woman who treated her agents great. But it still made things very difficult.
    No more Help Que. before we had one so you could get quick assistance if needed for irates you are not allowed to hang up on regardless what they say or call you. Now you wait forever to see if a supervisor will even take the call if they want it.
    Micro Management a lot of the times and even supervisors gossip agents to everyone. Not all of upper management are bad some are amazing but you find out quick who arent and no way to stay off the bad ones teams.
    It is union based but this can be both pro and con.
    Sometimes upper Mgmt doesn't think things thru. Like threaten a lay off and when it hits the media it's instantly pulled back and was an error.
    The motto for the company should be "it is what it is" since it's said so much.
    Bad turn over rate. I wouldnt learn new hires names til after they were there a couple years. Most didn't last long.
    Mandatory OT ways over the years was horrible. You never knew when it would be enforced or for how long. So if You had reservations or an event right after work you could find out 15 mins before the end of your shift or some times less that you were being held an hour or so and if you didn't stay it came from your time and if you run out of time you can be fired.
    Replaced a security guard with security call poles when building is right in front of crack head hotels and would close late.

    Advice to Management

    Focus more on your agents and their well being. Give more opportunity for advancement. Give them more support to lean on to handle the customers. They are your front line.


  10. Helpful (1)

    "No Clear Direction"

    StarStarStarStarStar
    • Work/Life Balance
    • Culture & Values
    • Career Opportunities
    • Comp & Benefits
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee
    Doesn't Recommend
    Negative Outlook
    No opinion of CEO

    I have been working at American Water full-time (More than a year)

    Pros

    Company that is looking for new direction and new Technology

    Cons

    Do not have a clear planned out outline for moving forward. No one seems to know who is doing what. Tends to be a hostile work environment. Time to move on.

    Advice to Management

    Listen and respect your employees. Branch out and collaborate better. I do not see teamwork here at all.


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